3 Peaks Resort & Beach Club — Hotel in South Lake Tahoe

We had stayed at 3 Peaks once before and had an enjoyable stay, so we trusted the establishment with a long overdue family reunion with family from Texas. Boy, were we let down. We booked two rooms in our party and were placed in two separate buildings. Our fault for not specifying adjoining/close rooms. When we arrived, we were told that the room card machine was down and that we could either check in then and have to be let into/out of our rooms my staff or we could just wait until they called us when it was up and running again. We chose to check in as we had our kids and pup. Good thing we did. They couldn’t get the machine fixed so they had to call in their IT guy...who was flying in from LA via Phoenix. Who’s flight was delayed due to weather. For two days out of our four day visit, we had to go to the front desk and ask to be let into our rooms. At one point, there was a line of ten guests waiting to be let in and in the words of the handyman tasked with the job, “what a sh*tshow”. We stuck it out though and did our best to enjoy our visit. Bright and early on the morning of checkout, my husband went to the front and asked, in light of everything, if we could have a late checkout. He was met with a firm “no”. According to the incredibly rude and haughty girls at the desk, the manager had said that NO guests would be given a late checkout because they were all given the opportunity to cancel their reservation, penalty-free, when they checked in. First, We were NEVER given this option, period. Second, we had family fly in from Texas for this trip. In a tourist town on a weekend in which almost everything was completely booked, what were we supposed to do? Cancel and just return home? When I went down to speak with the manager, I found out that she was going to be off for the next three days (convenient, huh?) and they gave me her cell number. A cell that she never picked up the multiple times we called. When I asked for the contact info for the owner, the girls said they had no idea who the owner was or how to get touch with him/her. We totally understand issues outside of your control. However, to operate in a tourist location and not have a local vendor who can service your equipment? Unacceptable. To be unwilling to provide some sort of comp to your paying customers for a significant headache? Unacceptable. To not have any realistic contact information for the people in charge? Unacceptable. I don’t care how centrally located or pet friendly this place is, we will never stay here again and will advise anyone we speak with looking to visit South Lake Tahoe to...

This place had so much potential, and having had to cancel my first trip due to Covid 19, I was very much looking forward to staying here for a week. The room was small but efficient, bed was comfy, location was amazing....... Shopping, restaurants, the lake, all was just a short walk away. Unfortunately, it was the front desk staff and manager that were so rude and unprofessional I almost checked out early. I had this room booked for a week, but it was like I was there for 1 night. No extra anything! I completely ran out of essentials and when I went to get my own from the housekeeping cart parked 1 door down? I was literally yelled at from the next building over on the 2nd floor! "YOU NEED SOMETHING??" I couldn't believe it! and If that wasn't bad enough, come to find out It was the manager who did that! I've never been treated as disrespectfully than the way I was treated at this place. It was several times that I had to deal with them and it just got worse. "Due to Covid 19" Apparently this is now the new excuse to be rude and to not do your job, or anyone else's for that matter. Having lived up there for many years in the past, I went to visit my buddies who still reside there. When they saw how bad it was they said " That's just Tahoe" oh no! That's absolutely unacceptable! Does Lake Tahoe business's no longer need tourists to support them? One of the nice gals from housekeeping told me it's because they've become callace to the tourists. Working in customer service, public relations, and concierge most of my adult life, I never could have imagined things getting this way. I'm grateful for the education I received regarding handling the public. Customer relations is key to success.... ( That is if you want returning guests, and a positive experience to be shared) I could never treat anyone like this, and if anyone did?.... They'd be fired in an instant! The room was clean, however that doesn't mean this hotel doesn't need some major housekeeping, or at the very least some customer support training. When I checked out on my last day, it was only my last day at this hotel. I had decided to stay longer however I couldn't get out of this hotel fast enough. So I booked a different one. Thankfully, it was only this place that I had this experience. It wasn't Tahoe! I had a wonderful visit overall and I wasn't going to let the front desk staff and manager change that! I'm not sure if I'll ever return to this particular hotel, but like I said before, it sure has a lot...

On Sunday, January 5, 2024, we arrived in So. Lake Tahoe for a two-day trip. We booked a room at “3 Peaks Resort and Beach Club” at 931 Park Ave., South Lake Tahoe, CA 96150. I traveled with my girlfriend and her 3 ½-year-old son. We checked into our room around 3:00 p.m. and unloaded our necessities. Afterward, we went to town and enjoyed the day out. Upon returning to the room in the early evening hours, we observed the two Jacuzzis open, and the three of us entered the pool and jacuzzi area. There was snow and slush in much of the immediate area. We extended the stairs to the upper Jacuzzi and enjoyed a time inside the jacuzzi. Other people were also coming into both Jacuzzis as the night progressed. Exiting the jacuzzi, we used a towel to dry our bodies and proceeded down the stairs to the lower level. My girlfriend was carrying her son, and upon getting near the bottom step, she slipped on black ice. This made her legs come out from under her and fall onto her tailbone, and her head hit the concrete stairs. She suffered cuts on her hands, her lower back, a sore tailbone with a visible line from hitting the stairs and was very disoriented. I walked her back to the room, and her symptoms became worse. She was experiencing numb hands, a headache, and loss of hearing in one ear. I called 911 immediately and informed them my girlfriend slipped in the pool area of the motel and was in pain. She felt pain in her head, back, tailbone, and shoulder upon exiting the jacuzzi. The fire department and a paramedic arrived quickly and took her to the “Barton Memorial Hospital Emergency room.” I called the front office and was routed to a recorder. I pressed #4 and left a detailed message to the management. I called right back and spoke with the night manager “Luise.” He was very concerned and said he would shut the jacuzzi down because maintenance did not put salt in the area for a couple of days, so there was black ice. I had a sleepless evening because her son was very scared for his momma, and I was constantly holding him to make him better. Mellisa returned to the room after getting X-rays and an MRI shortly after midnight. We left the room in the early morning hours as my girlfriend was in a lot of pain and wanted to get back home and go to bed. I have not heard from the location or received an apology....